How can you automate order tracking requests (WISMO)?

"Where's my order?" If you work in e-commerce customer service, you've probably read that phrase hundreds of times this week. 🤔

It's the most common question in this line of work. It even has a name: WISMO, which stands for " Where Is My Order?"

The short answer:

WISMO is automated in two steps. First, we reduce the volume of inquiries using proactive notifications and a clear tracking page. Next, we automate responses to remaining inquiries using a chatbot or AI connected to order and delivery data. Lost packages, significant delays, and “delivered but not received” cases must be escalated to a human agent.

In this guide: key figures, strategies, tools to compare, special cases, and how to get started.

Let's go! 🚀

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What is WISMO?

WISMO stands for " Where Is My Order?" The term refers to all inquiries from customers who want to know the status of their package.

They come in many forms:

• "Has my order been shipped?"
• "When will my order be delivered?"
• "The tracking data hasn't changed in three days."
• "The carrier says it was delivered, but I haven't received anything."
• "I haven't received a tracking number"

These requests have one thing in common: the answer already exists somewhere—in your e-commerce platform, your OMS, or with the carrier. The customer simply doesn't have access to it, or can't find it.

That's what makes WISMO so expensive… and so easy to automate.

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How much of a role does WISMO play in your customer service department?

Public figures vary depending on the source and often come from publishers. However, they all agree on one point: WISMO accounts for a major portion of contacts.

• 📦 According to DigitalGenius, as cited by Sendcloud, WISMO requests account for more than 35% of customer service interactions, with peaks during peak season.
• 🎄 parcelLab claims that seven out of ten requests are related to WISMO during peak periods. This figure is not accompanied by an explanation of the methodology used.
• 💶 Shipup and Sendcloud estimate the cost of processing a WISMO request to be between €5 and €5.50. These estimates are not itemized.

On the consumer side, Narvar’s 2026 Holiday Shopping Report (based on a survey of 1,348 online shoppers in the United States) indicates that:

• 37% received a late package in the past year
• 23% were notified that a package had been delivered, even though they had never received it
• 49% say that reliable delivery dates influence their purchasing decisions

Key points:

The most reliable measure is still your own data. Track tickets by reason for a month. In most e-commerce stores, order tracking tops the list.

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What the Law Says About Delivery (and Why It's Useful for Your Responses)

Your responses regarding delays and lost packages must comply with the legal framework. Here are the key points regarding distance selling in France, according to Service-Public.fr.

References: Consumer Code, Articles L216-1 through L216-8. This notice does not constitute legal advice.

Direct consequence:

An automated response such as “contact the carrier” in response to a lost package is not appropriate. It is up to the seller to handle the situation. These cases must be escalated to an agent.

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The 4 Strategies for Automating WISMO

1. Proactive notifications

The best WISMO ticket is the one that never comes in. Keep the customer informed at every stage: order confirmed, shipped, in transit, being delivered, delivered. And especially in the event of a delay or incident.

Email, text messages, WhatsApp: Choose the channels your customers actually check.

2. The Brand Tracking Page

A tracking page customized with your branding, accessible from the shipping email and your website. It displays the status, estimated delivery date, and the carrier's tracking milestones in clear, easy-to-understand language.

Sendcloud cites the example of Sweetie Shoppie: a 50% decrease in WISMO requests after implementing a brand-specific tracking page, according to the publisher.

3. The chatbot

The customer asks, “Where is my order?” in the chat. The chatbot retrieves the order status and responds immediately, at any time of day. If it detects a problem, it hands the matter over to an agent.

4. Automatic email and form responses

Many WISMO requests come in via email or the contact form. An AI connected to order data can respond to them automatically or prepare a draft for the agent.

The first two measures reduce the number of requests. The last two handle the ones that come in anyway.

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Tools for Automating WISMO in 2026

Post-purchase tracking platforms

Shipup (by ZigZag)

A post-purchase platform used by many brands in France. It offers a brand tracking page, proactive notifications (email, SMS, WhatsApp, Apple Wallet), delivery issue detection, and a returns portal.

• Key features: incident detection, integrations with Gorgias, Zendesk, and Salesforce, connections to major carriers (Colissimo, Chronopost, DPD, GLS, etc.)
• Limitations: No public prices
• Price: Upon request. The publisher claims a reduction of up to 67% in delivery-related tickets (publisher's figure).

AfterShip

An international package tracking solution that claims to work with more than 2,000 carriers.

• Highlights: extensive carrier coverage, tracking page, estimated delivery date
• Limitations: Some advanced features are available only in higher-tier plans
• Price: Free plan, then starting at $29/month (Essentials) and $59/month (Premium); Enterprise plans available upon request

ParcelPanel

A tracking app designed for Shopify and WooCommerce.

• Key features: low entry price, customizable tracking page, unlimited order searches for customers
• Limitations: Designed for small and medium-sized stores; notifications available starting with the Essential plan
• Pricing: Free plan (20 orders/month), then $11/month (Essential), $59/month (Professional), $479/month (Enterprise)

Logistics Tools (OMS / TMS)

ShippingBo

French e-commerce logistics suite: OMS, WMS, and TMS. It manages shipping, labels, post-shipment tracking, and delivery notifications to customers.

• Key features: centralizes orders and shipping; numerous integrations (CMS, marketplaces, carriers)
• Limitations: primarily a logistics tool, not a customer communication tool
• Price: Upon request (package deals)

AI in Customer Service

Native AI agent for the help desk

Gorgias, Zendesk, and others offer their own AI agents, capable of responding to follow-up requests based on Shopify data. For more details, check out our comparison of AI tools compatible with Gorgias or our article on the Zendesk chatbot.

• Highlights: Everything in one tool
• Limitations: Ties you to your help desk; billing is often based on the number of issues resolved, in addition to the subscription fee

Klark

A French generative AI platform designed for retail and e-commerce. Klark integrates with your help desk and your order and shipping tools: Shopify, Prestashop, Magento, Shipup, ShippingBo, OneStock… It uses this data and your ticket history to draft or automate order-tracking responses.

• Key features: plug-and-play, Copilot, Chatbot, and Autopilot (email, forms, social media messages) all in one solution; success-based billing
• Limitations: Adoption is currently limited primarily to Europe; as of 2026, Klark covers only text-based channels, not phone calls
• Price: flat-rate subscription + €0.50 per successfully processed ticket

Retail prices as of 2026; please check with each publisher.

The right combination?

A tracking tool to provide information in advance, and an AI connected to that same tool to answer any questions that still come up.

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Special Cases: When Automation Needs to Step Aside

Not all WISMO requests are straightforward. Some situations require human intervention.

Lost Package

The tracking has been unavailable for several days, or the carrier has reported the package as lost. We need to open an investigation, reship the item, or issue a refund. These are decisions made by people.

Significant delay by the carrier

If the response time exceeds the announced deadline, the customer becomes concerned. An automated response can provide information, but a significant delay must be followed up by a representative.

"Delivered, but not received"

The carrier marks the package as “delivered,” but the customer disputes this. An AI should never claim that the package has arrived based solely on its status. Escalation is required.

Damaged Package

Photos, reservations, reshipments: this is a case, not just a simple response.

Customer has already been contacted several times

Two or three messages about the same order? The customer deserves to speak to a real person, not yet another automated response.

Golden Rule:

Automate notifications for a normal workflow. Escalate as soon as there’s an anomaly, a commitment, or a customer who’s lost patience.

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Implementing WISMO Automation: 5 Steps

Step 1: Measure your WISMO volume

Tag your tickets by reason for one month. Distinguish between simple “Where is my order?” inquiries and cases involving delays, lost items, and disputes.

Step 2: Turn on proactive notifications

Start with the shipping email, which includes a clear tracking link. Then add alerts for delays and incidents.

Step 3: Connect your data to your help desk

E-commerce platform, OMS, tracking tool: without this data, no AI can provide accurate answers.

Step 4: Start out as a co-pilot, then automate

AI prepares the responses; your agents approve them. Once the quality has been verified, enable automation for simple follow-up requests.

Step 5: Define your escalation rules

Lost package, delivered but not received, delay exceeding a certain threshold, follow-up with the customer: list the situations that must always be escalated to an agent.

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Key Performance Indicators to Track

You can also track the FCR and compliance with your SLAs for escalated cases.

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Frequently Asked Questions

What does WISMO stand for?

WISMO stands for " Where Is My Order?" The term refers to customer inquiries about the status of their order or delivery.

Is it possible to automate 100% of WISMO requests?

No. Simple tracking requests can be automated very easily. Lost packages, significant delays, and delivery disputes must be handled by a human.

Do we need a tracking tool or AI?

The two complement each other. The tracking tool reduces the number of requests. The AI handles the remaining requests based on data from that tool.

How can you reduce WISMO without additional tools?

Send a clear shipping confirmation email with a tracking link, display realistic delivery times at the time of purchase, and notify customers if there are any delays.

What is the legal delivery timeframe in France?

The delivery date specified to the customer. Unless otherwise specified, the seller must deliver no later than 30 days after the order is placed.

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Why Choose Klark to Automate WISMO?

1. Connected to your delivery tools

Klark uses data from Shopify, Prestashop, Magento, Shipup, ShippingBo, or OneStock to compose or automate follow-up responses.

2. All written channels

Chatbot on the website, Autopilot for emails, forms, and social media messages, and Copilot for agents. One solution.

3. No tools to change

Klark integrates with Zendesk, Freshdesk, Gorgias, Salesforce, Intercom, Front, HubSpot, Crisp, and eDesk. Set it up in just a few minutes—no need to design a workflow.

4. Measured results

At Upway, 80% of the requests received by the chatbot are automated, representing approximately 45% of the total Level 1 volume. On average, our customers see a 50% increase in productivity and 43% of tickets automated.

5. Success-Based Billing

Flat-rate subscription + €0.50 per successfully processed ticket. Each ticket is billed only once.

For more information on helpdesks, check out our Klark vs. Gorgias comparison.

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Conclusion: Provide information in advance, respond quickly, and escalate in a timely manner

Let's recap:

• WISMO is one of the most common inquiries received by e-commerce customer service
• Proactive notifications and the tracking page reduce volume at the source
• The chatbot and connected AI handle the requests that come in regardless
• Shipup, AfterShip, ParcelPanel, and ShippingBo provide information; the AI on the help desk responds
• Lost packages, significant delays, and “delivered but not received” are all human errors
• Start as a co-pilot, measure, then automate

Every "Where's my order?" inquiry handled manually takes time away from customers who have a real problem.

Automating WISMO frees up time for your agents. 🚀

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👉 Book a demo

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About Klark

Klark is a generative AI platform that helps customer service agents respond faster, more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.